Type of Subscription
We have initially subscribed to Basic Success with the plan to move to Premier Success as we scale and as our SLA needs and budget grows
Included Support
Basic Success Business Hours: 12 hours/day x 5 days/week, excluding US holidays (6:00am - 6:00pm in the timezone of the Customer's HQ site)
Support SLA/Response Times/Severity
Severity Level | First Response |
|---|---|
P1 | 4 hours |
P2 | 1 Business Day (12 Business Hours) |
P3 | 2 Business Days (24 Business Hours) |
P4 | 2 Business Days (24 Business Hours) |
Support Vendor Documentation/Knowledge Base
Support Portal
If there is an issue with Okta, please raise the appropriate priority ticket as an Okta admin through support.okta.com.
Refer to priority levels section: https://www.okta.com/support-terms/
Option to escalate an existing ticket using this process: https://support.okta.com/help/s/article/How-to-escalate-a-support-case?language=en_US
Support Email Address/es
None, For support, please visit support.okta.com.
Support Contact Number/s
Option to call US: +1 (800) 219-0964 after updating or lodging a new ticket where you state the support case number and the need for a Technical Support Engineer (TSE) to assist you as soon as possible.
Contact Person - Vendor Side
Bryan Day, Enterprise Regional Sales Manager, +65 92979008, bryan.day@okta.com
Is there a limited designated technical contact at Safibank?
None
For reference, I am adding this document sent by Bryan Day.
